Navigating the Support Centre Portal


Table of Contents

  1. My Account
  2. Requesting Support
  3. My Requests
  4. Knowledgebase

 

Article Content

The Support Centre Portal is the quickest way to get help and access your Scouting support resources in one place. With an account, you can submit requests, track their progress, and view your past conversations with the Support Centre. Requests submitted through the portal are automatically routed to the right team, which often means faster resolution than submitting by email.

 

My Account

If you don't already have a Support Centre account, you can create one here. If you previously had an account on our former platform, try the "Forgot password?" option to see if your account was migrated.

Once your account is set up, you'll be asked to add Multi-Factor Authentication (MFA) to help keep your account secure. Learn more in Understanding MFA in ServiceNow.
 
After signing in, you can update your profile information by selecting your profile icon in the top-right corner and choosing "Profile". You can also manage your accessibility preferences from your profile settings.

 

Requesting Support

If you have an Support Centre account, you can submit requests using our online forms. Each form is designed to collect the information we need up front, helping us process your request as efficiently as possible.

If you don't have an account, you can still get help. Visit Get Support and select send us an Email to get in touch.

 

The Support Centre currently offers support for the following:

Volunteer Support

Certificate of Insurance Request

Request a certificate of insurance for your upcoming activities and events.

Open Form ➔
Create a New Group or Section

This request is to only be used by Volunteers/Council Team seeking to set up a brand-New Scout Group or a New Section within an existing Group.

Open Form ➔
General IT Request for Volunteers

This form is for general IT requests. Use this for Access to systems, applications, shared mailbox, SharePoint, OneDrive (e.g., licenses, permissions)
General IT questions or needs for Volunteers.

Open Form ➔
Submit Screening Documentation

Submit screening documentation related to your Volunteer Membership like a PRC, VSS or Alberta VPSN (Will be updated to match upcoming form changes)

Open Form ➔

General & Shared Support

Youth Safety Concern (All Audiences)

Securely report any youth safety concerns or incidents. All cases will be directly forwarded to Safe Scouting. 

Report Concern ➔
Camps & Properties Request (Volunteer / Parent)

Submit requests regarding camp bookings, property access, or maintenance issues relating to Scouts Canada Camps, Properties or Summercamps.

Open Form ➔
General Support Request (All Audiences)

Reach out to the support centre for any questions not covered by other forms.

Open Form ➔
Scout Shop Request (Volunteer / Parent)

Inquire about uniforms, merchandise, or recent ScoutShop orders.

Open Form ➔
Submit an Award Nomination (Volunteer / Parent)

Nominate an outstanding member or volunteer for formal recognition.

Open Form ➔

Parent Support

Refund Request

Submit a request for a refund regarding member registration.

Open Form ➔

 

My Requests

With an account, you can view and track all your current and past support requests in one place. Visit "My Requests" or "My Support Requests" to see your request history and check the status of open cases.

If you submit future requests by email, they'll be linked to your account automatically, helping keep your support history together in one place. Without an account, requests can only be submitted by email and are grouped under a shared "Guest" profile.

When you open your requests page, you'll see the All Cases view by default. Use the My Lists options to switch between different case filters and find the requests you're looking for.

  • All Cases
    • Every request you have submitted, no filtering is applied. Includes IT requests.

  • Action Needed
    • Cases that have been marked as "Awaiting Info" or "Resolved" by an Agent. These are cases when the Agent is waiting on action from you, the requester. This could be to follow up on the case, provide additional information, or confirm resolution.
      • Note: Cases that are "Resolved" do not require explicit action from the requester. A reply will switch the case back to "Open" for an Agent to follow-up should you not agree with the resolution.

  • My Cases
    • All requests you submitted that are handled by the Support Centre agents.

  • My Requests
    • All requests you submitted that are handled directly by IT. Work in progress currently.

To view the details of a support request, select the linked case number from your case list. The case page shows a complete history of your request, from the original submission through to the latest updates. You can also use this page to add comments, upload attachments, and communicate with the Support Centre team as your request progresses.

 

Knowledgebase

The Knowledge Base is your self-service library for answers to common questions, step-by-step guides, and important updates. Before submitting a support request, it's often the fastest way to find the information you need and get back to Scouting.

With the Knowledgebase you can:

  • Browse articles by category
  • Search for articles using keywords
  • View recommended articles based on what you're looking for
  • Save articles as favorites for quick and easy access
  • Review your recently viewed articles

To get started, select "Knowledge" on the Support Centre landing page to begin browsing our Knowledgebase. From this page you can search for an article using keywords in the search bar, view the Featured Suggested Articles, Browse by Category, and view your Recently Viewed articles. To help make articles easier to find, each category contains subcategories to help further define the article. 

Every article includes options to Favorite it for future reference and provide feedback on whether it was helpful. Visit Providing Feedback on Knowledge Articles in ServiceNow to learn more. Articles may also include attachments that you can download to access forms, guides, or other supporting resources.

 

Article Footer

Support Centre

Still need help? Contact the Scouts Canada Support Centre:

Submit Request